Finrite Unhanded tactics

I took out a contract with Telkom, and was offered device insurance. Only to discover that my insurance is with a separate company called FINRITE ADMINISTRATORS. I submitted a claim after the unfortunate event of losing my cellphone. To be informed a week later that the device I lost was not insured. I UPGRADED my contract in December over the phone with a lady that told me she was calling me from TELKOM and my line was due for renewal. I asked about the insurance and would my new device be covered. She said YES and the was no need to up my insurance. Fast Foward to today. When I have been comunicating with FINRITE since last week. where my emails only get feedback a day later. Eventually today I got fed up of requesting to be called and asking for feedback. I WAS TOLD THAT THEY CAN NOT ASSIST ME WITH MY CLAIM, WHAT IS THE POINT OF HAVING INSURANCE WHEN YOU NEED THEIR HELP THEY TURN AROUND AND GIVE EXCUSES. I can not pay for a 2 year contract when I DONT have a phone. I have been struggling to contact my clients for the past week and am on the verge of losing my job because I can not do it with out a smart phone. Annoyed to the point of no return. Why am paying monthly for a service that is no existent?????